A towing company needs your exact location, contact number, vehicle details, the reason for the tow and the delivery destination. It also needs to know about access restrictions, damage and anything preventing the vehicle from rolling or steering so it can send suitable equipment.
You do not need to diagnose the fault before calling. Clear descriptions of what you can see and what happened are more useful than a guess about which part has failed.
Your exact location and contact details
Give the vehicle’s location first, rather than your home address or the address where you want it delivered. Provide the road name, direction of travel and a nearby junction, exit number, building number or clearly marked entrance. A location pin can help, but confirm that it points to the vehicle rather than a nearby road.
On a divided road, say which side the vehicle is on and whether it is on the shoulder, in a lay-by or blocking a lane. For a vehicle inside a car park or private property, explain which entrance provides access. These details reduce the chance of the driver arriving somewhere they cannot reach you.
Give a mobile number that will remain available, along with the name of the person meeting the driver. If you are arranging assistance for someone else, provide their number with permission and explain who can authorise collection. Tell the dispatcher if you cannot safely stay beside the vehicle.
The vehicle’s identity and towing requirements
Provide the make, model, approximate year and registration number. Mention whether it is a car, van, pickup, motorcycle or another vehicle type, and identify any trailer attached to it. A heavily loaded van or modified vehicle may need equipment that differs from what would normally suit that model.
Tell the dispatcher if the vehicle is electric, hybrid, four-wheel drive or all-wheel drive, if you know. Some vehicles have specific towing restrictions, and the operator may need all wheels off the road or additional equipment. Do not assume that selecting neutral makes every vehicle safe to tow with its wheels turning.
Describe modifications that affect loading, such as lowered suspension, oversized tyres, a body kit or unusually low ground clearance. Also mention a roof load, loose cargo or substantial additional weight. If you have the owner’s manual available, check its recovery instructions without attempting procedures you do not understand.
What happened and whether the vehicle can move
Explain why assistance is needed in plain terms. Useful descriptions include an engine that will not start, a vehicle that stopped while driving, a damaged wheel or collision damage. Say whether the vehicle starts but cannot move, or moves but cannot be driven safely.
The operator needs to know how the vehicle will behave during loading, not just why it stopped. Check only what you can establish safely, and say when something is unknown rather than trying it in an unsafe position. The following details are particularly useful:
- Whether the keys are available and the doors can be unlocked.
- Whether the transmission can be placed in neutral using the manufacturer’s procedure.
- Whether the wheels turn freely or any wheel appears locked.
- Whether the steering works or is locked.
- Whether the parking brake releases.
- Whether any wheels, tyres or suspension parts are visibly damaged.
- Whether there are visible leaks, smoke or loose body panels.
These answers help the dispatcher assess whether wheel skates, dollies or other recovery equipment may be needed. A vehicle with a locked wheel may still be recoverable, but the driver needs to prepare for it. Do not crawl underneath an unstable vehicle or touch leaking fluid to identify it.
Access restrictions and immediate hazards
Describe the space around the vehicle, including narrow entrances, tight turns, steep ramps, overhead obstructions and posted height limits. An underground parking space may prevent a standard recovery truck from reaching the vehicle. Explain whether another vehicle or a locked gate blocks access.
Say if the vehicle is off the road, stuck in soft ground, resting against an obstacle or positioned on a slope. These situations can require recovery work before towing can begin. Photographs may help the operator assess the position, but take them only from a safe place and never enter traffic to get a better view.
Report immediate hazards at the start of the call, including a vehicle obstructing moving traffic, a suspected fuel leak or smoke from a damaged battery. If anyone is injured or there is fire or immediate danger, contact emergency services first. Tell the towing company if emergency responders are already present and whether access is controlled.
The destination, authorisation and payment arrangements
Give the full delivery address and the name of the repairer, storage site or person receiving the vehicle. Confirm that the destination will accept it and explain any gate access, opening-hour restrictions or key drop arrangements. If you have not chosen a destination, say so before the truck is dispatched.
Explain whether you own the vehicle or are arranging the tow on someone else’s behalf. Ask what identification or proof of authority is required, particularly if you will not be present. If an insurer, roadside assistance provider or fleet operator is involved, provide the booking or claim reference and confirm who must approve the work.
State how many people need onward assistance, because recovery trucks have limited passenger seats. Before accepting the booking, ask for the estimated charge and what it includes, such as recovery work, distance, tolls or storage. Confirm the payment method and ask the dispatcher to read back the collection location and destination before ending the call.